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On 12/14/a warranty visit was completed and the faulty head unit was swapped out at no charge under warrantyWe have not been notified of any further issues

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and do not find that this resolution is be satisfactory to me I have however decided to accept the offer of the $settlement for a couple of reasons I have grown weary of the back and forth I have had to endure with this company and their shoddy business practices As a consumer and dissatisfied customer, it would seem that this organization is more intent on justifying their position, employees behavior and poor customer service instead of taking this situation and using it as a learning tool Obviously, they are content to leave dissatisfied customers in the belief that they can continue to do business in this manner and remain successful Furthermore this company has missed out on an great opportunity to position themselves and their standing in the Bay Colony community as a customer friendly business that puts the needs and concerns of the community above their position and need to be right I am afraid that this organization, like so many other service companies has lost the understanding of what it means for the customer to be satisfied and what service really meansThis entire complaint was about customer service and satisfaction Neither of which were received or achieved! As stated, I will accept the offer from the company, but satisfaction was not received I cannot and will not recommend this company to my neighbors or friends in the community! [redacted] Dissatisfied Consumer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint The offer of $is half of what you previously offered That is unacceptable I wouldn't have paid for a garage door opener from any company I would've purchased and installed one myselfJust like I've done in the past without issueI wasn't given that option We are asking for a full refundI have always been under the impression that the customer is always rightTake out of the equation that we feel like your company had compromised our garage door spring; there is still an issue with the fact that the second technician from your company and the third party company both told us that given the history (which was also the SAME EXACT history given to the first technician) that it was the spring that should've been replaced not the openerThe first technician was given the same history and went for replacing the openerIf he was, as we were told, a manager of sorts, then why did he not talk to us about the spring, inspect it and then give us the option? I feel taken advantage ofSomeone must have been in the wrong and it has to have been your first technician since your second technician and the third party company agreed on the spring being badI'm also beyond upset that no one from the customer service had still yet to contact meI called almost everyday for a week and sometimes every hour with no call backWho doesn't call a customer back?? Where is the customer service??? I also never received an receipt of the service eitherThis is just poor business practicesWe are asking for a full refund given the circumstances, lack of good business practices, customer service and installing an opener that didn't need to be replaced Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Complaint Detail / ProblemComplaint Type:Refund / Exchange IssuesselectProblem:I filed the below complaint 8-18-in which they agreed to refund me my depositI have not heard anything nor received my refund[redacted] I called to setup an appointment and they were available the next dayI already knew what door I wanted and I told the guy I wanted a Thermacore door and I needed a TDI certificateThe service guy told me no problem they would take care of all of thatThey were going to charge me an extra 300, because an inspector had to come out and look at the doorSo I agreed and payed the $depositThis was on Tuesday and he told me they had an appointment available that Friday morning to install the doorI asked the guy he had on the phone to send me the invoice so I could take a look at itI never received anything so I called that Friday morning to asked for them to send me the invoiceSo after reading the invoice I realized it wasn't even the door I asked forIt was some other brandSo I called back and wanted to speak to customer service, so the guy transferred me and I had to leave a messageThis was already around o'clockI finally called back and got a hold of a customer service guy and I explained my concerns about the door not being what I wantedIt didn't have the same R-rating and that was a concern to me because I want to cool my garagePlus I googled the door that was on the invoice and found it dollars cheaper onlineWell he went ahead and gave me a 5% discount because I'm a Veteran so I was going to go ahead and have them install the door todayWell it was around o'clock and still no garage guyAround 3:I get a call from Dan that explains that since the door has to be wind rated that it wasn't in stock and has to be ordered and it would be the end of the month before they could installI was so pissed off that I wasted a whole day waiting aroundSo I canceled the order then I told him that I wanted my $backI told him it had already cleared my bank and his exact words were that's "impossible"So I sent a screen capture showing that it had already cleared[redacted] TranslateDesired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I would like my dollar deposit back.Translate

The two issues the customer has had with the garage door are completely unrelatedWhen our technician came out on 10/a problem was diagnosed with the motor and replacement was recommended, agreed to, and completedWhen the technician left the door was functioning properly and if there had been any other concerns presented they would have been brought to the customer's attention and options for repair or replacement givenWe cannot diagnose or address a problem that has not been presentedThe installation of the motor does not in any way involve any adjustments or work being done to the springs as they are completely separate componentsIt appears to be an extreme coincidence that the spring broke within a day of our technician replacing the motor, but even with this being the case we still reached out to the customer and offered them a special reduced price for the new springs due to the whole experience

We would like to extend another apology for the inconvenience and difficulty with the order and would like to thank the customer for allowing us the opportunity to earn his businessWe appreciate this feedback being brought to our attention to give us the opportunity to re-train the employees involved on correct order and scheduling proceduresWe have already agreed to refund the $deposit and a check has been requested and will be mailed to the client within 2-weeksWe apologize for the delay, but unfortunately our bank can take up to two weeks from when the original check was deposited to notify us of any stop pay, NSF, closed account, or etc and we have to verify the original check has cleared before issuing a refund

We have reviewed the recordings, and when the customer called to set up the appointment for the repair there were no prices presentedAttached is the recording documenting thisIt seems that there must have been some confusion as to which company gave the pricingOur technician came out to the
customer's home and provided a quote for the repairs per our standard retail prices and the customer agreed to have the work completed Attached is the invoice signed in agreement that the work was completed as promised for the price that was agreed upon and as you can see all coupons and discounts were applied for a substantial discount on the double spring package

Our records show that a technician completed the work and installation on Wednesday June 22nd, If there are any further concerns the customer can reach our customer service department directly at 877-266-8897. We apologize for the issues with scheduling due to miscommunication between our
technician and the officeWe value this feedback to allow us to address this matter internally with this individual. Thank you

Our company is deeply sorry of all issues concerning this projectWe attempted to remedy this issue with the client, however we decided that the best outcome for the client and ourselves was to part waysThe $deposit has been returned like the client and myself discussedThank you

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

We could not locate any record of service for this consumerWe called and spoke to the customer just to make sure and confirmed that the complaint was sent to us by mistake

There is no issue with the Garage Door Opener that was installed at the customer's locationPlease see the previous explanationSince we have been unable to reach an understanding on the facts of the matter, we can agree to a full refund and part ways as long as the customer has our opener uninstalled and we are allowed to have a technician collect the parts in undamaged conditionOtherwise to settle the matter and for customer service we would still be willing to offer a $reduction on the price of the opener and installation that was completed

On 12/14/2016 a warranty visit was completed and the faulty head unit was swapped out at no charge under warranty. We have not been notified of any further issues.

We apologize for the issues experienced by the customer and are doing everything we can to ensure the unit is in full working order. On 9/16/2016 a warranty visit was made and some small adjustments were made to the opener. The technician tested it several times and it was working when he left. On a...

second warranty visit made at no charge on 11/30/2016 the safety eye sensors were out of alignment which is not an installation or product defect issue, the technician adjusted them, tested the door, and ensured it was fully operational. We currently have another warranty appointment scheduled for 12/8/2016 and will make sure everything is fully resolved on this visit.

We have explained to the customer that although the check has cleared his bank, it can take our bank up to two weeks from the date of deposit to advise us of an NSF or stop payment. That period has passed so we were able to process the refund check and per our records the refund check is in the mail on the way to the customer. We apologize for any inconvenience that the delay has caused.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11864004.  I am still not happy with this business as I would have just liked my money back.  During this whole process I have call over 70 times.  On 12/14/16 before the technician came out.  Customer service spoke with the last technician William who came out, and he was trying to tell me I need a new spring and pulley and maybe that will help.  Customer service told me they can do that work but it will cost.  I told them that was not true because not once during any visit was it recommended that any of those items be replaced.  Everything was just a guess from the technicians.  Bobby the technician was the only one who seemed to care and made sure there was a resolution.  I give this business a F on the customer service rating. Everyone just thought I was trying to get over on them in the customer service department and refused to give me my money back.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and do not find that this resolution is be satisfactory to me.  I have however decided to accept the offer of the $75.00 settlement for a couple of reasons.  I have grown weary of the back and forth I have had to endure with this company and their shoddy business practices.  As a consumer and dissatisfied customer, it would seem that this organization is more intent on justifying their position, employees behavior and poor customer service instead of taking this situation and using it as a learning tool.  Obviously, they are content to leave dissatisfied customers in the belief that they can continue to do business in this manner and remain successful.  Furthermore this company has missed out on an great opportunity to position themselves and their standing in the Bay Colony community as a customer friendly business that puts the needs and concerns of the community above their position and need to be right.  I am afraid that this organization, like so many other service companies has lost the understanding of what it means for the customer to be satisfied and what service really means. This entire complaint was about customer service and satisfaction.  Neither of which were received or achieved!  As stated, I will accept the offer from the company, but satisfaction was not received.  I cannot and will not recommend this company to my neighbors or friends in the community![redacted]Dissatisfied Consumer

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  What happens if I don't receive the deposit?  The check cleared 2 weeks ago and I still haven't received my deposit back.Best Regards,[redacted]

Once again, we were not told of any other quotes and there were no promises made when it came to pricing. We have standard retail pricing for our parts and services which was followed, with the customer receiving every available discount to reduce the service to the agreed upon price of $450. With this being said, in the interest of customer satisfaction due to the issues experienced we can offer a $75 reduction on the repair costs.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Complaint Detail / ProblemComplaint Type:Refund / Exchange IssuesselectProblem:I filed the below complaint 8-18-2015 in which they agreed to refund me my deposit. I have not heard anything nor received my refund.[redacted]I called to setup an appointment and they were available the next day. I already knew what door I wanted and I told the guy I wanted a Thermacore door and I needed a TDI certificate. The service guy told me no problem they would take care of all of that. They were going to charge me an extra 300, because an inspector had to come out and look at the door. So I agreed and payed the $200.00 deposit. This was on Tuesday and he told me they had an appointment available that Friday morning to install the door. I asked the guy he had on the phone to send me the invoice so I could take a look at it. I never received anything so I called that Friday morning to asked for them to send me the invoice. So after reading the invoice I realized it wasn't even the door I asked for. It was some other brand. So I called back and wanted to speak to customer service, so the guy transferred me and I had to leave a message. This was already around 11 o'clock. I finally called back and got a hold of a customer service guy and I explained my concerns about the door not being what I wanted. It didn't have the same R-rating and that was a concern to me because I want to cool my garage. Plus I googled the door that was on the invoice and found it 400 dollars cheaper online. Well he went ahead and gave me a 5% discount because I'm a Veteran so I was going to go ahead and have them install the door today. Well it was around 3 o'clock and still no garage guy. Around 3:20 I get a call from Dan that explains that since the door has to be wind rated that it wasn't in stock and has to be ordered and it would be the end of the month before they could install. I was so pissed off that I wasted a whole day waiting around. So I canceled the order then I told him that I wanted my $200.00 back. I told him it had already cleared my bank and his exact words were that's "impossible". So I sent a screen capture showing that it had already cleared.[redacted]TranslateDesired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I would like my 200 dollar deposit back.Translate

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